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Job ID :
58254BR
Location :
Netherlands - Breda
:
Job Description

Position Summary: To be part of multi- lingual Service Administration team and deliver outstanding service to customers and to proactively develop dtreamlined and scalable processes which will deliver improvements to dispatch time and time to resolve customer on- site issues.

Key Duties and Responsibilities:

  • Commercial support
    • Submit sales leads in CRM system (salesforce.com)
    • Answer requests for tenders
  • Customer request management
    • Log customer request (email, phone) into system
    • Assess the situation
      • Identify need for field service (based on diagnostic by FSE)
      • Identify need for loaner instrument
      • Identify need for cost estimate
      • Obtain purchase order from customer (based on cost estimate by FSE)
      • Complete/generate documentation required prior to on-site visit (risk assessment, etc.)
      • Identify need for product complaint or request for product improvement
    • Assign tasks to other team members as required
    • Monitor case progression
    • Proactively inform customers about case progress
    • Ensure timely customer resolution
    • Close cases
  • Organization of third-party field service interventions
    • Organize intervention with third-party
    • Create field service notification
    • Plan shipping of parts prior to on-site intervention
    • Track shipment of parts prior to on-site intervention
    • Process & archive invoices from third-party service organizations (validate & create PO)
    • Process & archive service reports from third-party service organizations
  • Instrument end-of-life
    • Generate condemnation letter for instrument beyond repair
    • Organize disposal of old instrument with customer (if agreed between sales and customer)
  • Instrument shipments
    • Organize shipment of instruments (demo, loaner, workshop repaired instrument)
    • Ensure traceability and monitoring of demos and loaners
    • Generate RMA and request a decontamination certificate for instrument returns
    • Organize return of instruments
    • Ensure recheck of instrument by a technician before next use
  • Feedback to manufacturer
    • Raise requests for product improvement to manufacturer
    • Raise complaints to manufacturer to report a quality or service issue
  • Administration
    • Database maintenance
      • Create instrument (equipment master) in ERP system if it was not done at installation
      • Periodical update of customer information in ERP system
      • Periodical update of service pricing into ERP system
    • Service contracts
      • Proactive promotion of service contract sales
      • Identify potential renewals of service contracts and warrantee conversions
      • Create proposals of service contracts
      • Process service contract sent by customers
      • Create service contracts in system
      • Manage PM visits in system
      • Periodical review planning of scheduled PM visits with FSE team
    • Spare parts
      • Process order for car stock replenishment
      • Process emergency orders for spare parts
      • Review periodically the spare parts backorders
      • Order the required parts/kits for retrofit/upgrade/update campaign
      • Organize return of parts after on-site interventions
      • Track returned parts following service intervention
      • Process returned parts delivered to office
    • Post-intervention administration
      • Process intervention documentation (including electronic archiving)
      • Troubleshoot error messages on work orders
      • Close and invoice service activities
    • Stock cycle counts
      • Organize sales subsidiary stock cycle count
      • Organize FSE stock cycle count
Update ERP information following FSE stock cycle count

Qualifications/ Skills:
  • Excellent oral and written communications skills in English
  • High level of accuracy/ data integrity
  • Analytical skills and the ability to draw actionable conclusions.
  • Demonstrated ability to operate independently to take initiative
  • Works cooperatively with others in sharing and listening to ideas.
  • Demonstrates Thermo Values: Integrity, Intensity, Innovation, Involvement



Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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